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Customer Service: Pearson New International Edition PDF eBook (PDF eBook) 6th edition


Customer Service: Pearson New International Edition PDF eBook (PDF eBook) 6th edition

eBook by Harris, Elaine K.

Customer Service: Pearson New International Edition PDF eBook (PDF eBook)

£43.99

ISBN:
9781292053509
Publication Date:
03 Oct 2013
Edition:
6th edition
Publisher:
Pearson
Pages:
208 pages
Format:
eBook
For delivery:
Download available
Customer Service: Pearson New International Edition PDF eBook (PDF eBook)

Description

For undergraduate courses in Customer Service, Training and Development, and Service Marketing; also as a supplement for a course in Marketing Principles. The market-leader, Customer Service: A Practical Approach, Sixth Edition,goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised chapter on technology, new Ethics in Action exercises and coverage of the latest trends in the customer service field. Focusing on problem solving, communication strategies and technology, this classic text pinpoints the skills needed to improve and sustain customer satisfaction and business relationships.

Contents

1. What is Customer Service? 2. The Challenges of Customer Service 3. Problem Solving 4. Strategy for Formulating a Plan for Success 5. Empowerment 6. Communications in Customer Service 7. Coping with Challenging Customers 8. Motivation 9. Leadership in Customer Service 10. Customer Retention and Measurement of Satisfaction 11. Technology and Customer Service 12. Excellence in Customer Service

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